We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 121115 results
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Decision Reference DRN-3337823
30 Mar 2022 MBNA Limited UpheldBanking and PaymentsDRN-3337823 The complaint Mr G held a credit card account with MBNA Limited. He complains that the secure e mail system used by MBNA is difficult to navigate because of his disability. What happened Mr G holds a card account with MBNA. MBNA were dealing with a complaint from Mr G about ano... (3 pages)View decision -
Decision Reference DRN-3372016
30 Mar 2022 Wellington Court Financial Services Limited UpheldPensions and AnnuitiesDRN-3372016 The complaint Mr M has complained about the transfer of his personal pension to a self-invested personal pension (“SIPP”) in 2015. His transfer proceeds were put into an overseas property-based investment that appears to have failed. He holds Wellington Court Financial Services... (16 pages)View decision -
Decision Reference DRN-3407869
30 Mar 2022 Hartley Pensions Limited UpheldPensions and AnnuitiesDRN-3407869 The complaint Mr P has complained about the fees he is being charged by Hartley Pensions Limited for administering his Self-Invested Personal Pension (SIPP). He’s also unhappy with Hartley’s administration of his SIPP and in particular, with the delays he’s experienced in tryin... (8 pages)View decision -
Decision Reference DRN-3397665
30 Mar 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3397665 The complaint Mr and Mrs T are unhappy with how AXA Insurance UK Plc have dealt with a claim they made under their home insurance policy. What happened Mr and Mrs T’s house was flooded, and they contacted AXA to make a claim on their insurance policy. AXA accepted the claim and... (5 pages)View decision -
Decision Reference DRN-3407805
30 Mar 2022 Acorn Insurance & Financial Services Ltd UpheldInsuranceDRN-3407805 The complaint Miss B is complaining that Acorn Insurance & Financial Services Ltd told her it had processed a request she’d made to change the car insured under her car insurance policy but it didn’t do so. What happened Miss B took out a car insurance policy through Acorn ... (2 pages)View decision -
Decision Reference DRN-3184625
30 Mar 2022 Crystal Legal Services Limited UpheldClaims ManagementDRN-3184625 The complaint Mrs H has complained that Crystal Legal Services Limited (“Crystal”) took almost three years to advise her they couldn’t help her pursue a claim to recover mis-sold payment protection insurance (PPI) – during which time she had to provide information repeatedly an... (3 pages)View decision -
Decision Reference DRN-3407747
30 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3407747 The complaint Mrs A complains that Lloyds Bank PLC (Lloyds) didn’t process her Data Subject Access Request (DSAR). What happened Mrs A submitted a DSAR in February 2019. The DSAR documents were sent to Mrs A in June 2019 – but to her previous address. They were sent again in Oc... (3 pages)View decision -
Decision Reference DRN-3364863
30 Mar 2022 1plus1 Loans Limited UpheldConsumer CreditDRN-3364863 The complaint Mrs A complained that 1Plus1 Loans Limited trading as 1Plus1 Loans lent to her irresponsibly and provided her with an unaffordable loan. What happened Mrs A was given a loan by 1Plus1 as follows: Date taken Loan status Number of monthly instalments Loan amount Mon... (4 pages)View decision -
Decision Reference DRN-3340624
30 Mar 2022 Covea Insurance plc UpheldInsuranceDRN-3340624 The complaint Mr W complains about the valuation Covea Insurance plc (Covea) put on his car when it was damaged in an accident. What happened Mr W had motor insurance underwritten by Covea. Mr W’s car was badly damaged when it was hit by another vehicle. Covea decided the car w... (3 pages)View decision -
Decision Reference DRN-3386978
30 Mar 2022 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3386978 The complaint Mr M complains that Lloyds Bank PLC (‘Lloyds’) closed his account and registered a Cifas marker against him without due cause. What happened In May and June 2020, four payments were made into Mr M’s Lloyds account totalling approximately £300. The funds were remov... (3 pages)View decision
